How wait times can MAKE or BREAK your customers experience in 2024

Introduction

Actual and perceived waiting time can have a significant impact on a customer's experience and satisfaction with a company's products or services. Multiple studies, as well as personal experience, show that waiting time, whether it is actual or perceived, directly affects customer satisfaction. Actual waiting time refers to the amount of time that a customer spends waiting for a service or product, while perceived waiting time refers to the customer's subjective experience of the waiting time. Both actual and perceived waiting time can have a significant impact on a customer's experience. Let's explore and get ahead of this.

How actual and perceived wait time MAKES or BREAKS your customers experience for 2024

Actual and perceived waiting time can have a significant impact on a customer's experience and satisfaction with a company's products or services.

Multiple studies, as well as personal experience, show that waiting time, whether it is actual or perceived, directly affects customer satisfaction. Actual waiting time refers to the amount of time that a customer spends waiting for a service or product, while perceived waiting time refers to the customer's subjective experience of the waiting time. Both actual and perceived waiting time can have a significant impact on a customer's experience. Let's explore and get ahead of this.

What is Actual wait time?

If the actual waiting time is too long, customers may become frustrated and may even choose to leave without receiving the service they came for. Ugh, Customer churn. This can happen simply from boredom, keeping customers waiting for 30 minutes with no entertainment will make time feel 10x longer. This can lead to a negative experience and can even damage the customer's loyalty to the company.

What Is Percieved Waiting Time?

Perceived waiting time can also have a significant impact on the customer's experience. If a customer perceives that the waiting time is longer than it actually is, they may become more frustrated and less satisfied with the service or product they receive. This is determined by how the customer spends their time waiting in line. With Bepro, rather than customers wasting their time in a waiting room growing impatient with every minute, customers are given the freedom to go about the day whilst still in the queue. Yeah, say goodbye to hour long waits in the clinic's waiting room counting sheep. Theirs Switch your customers mindsets to perceive this waiting time shorter than what it actually is by keeping themselves entertained. If the perceived waiting time is shorter than the actual waiting time, the customer may feel more satisfied with the service or product they receive.

How Can I Get Ahead Of This?

Thinking on your feet is an entrepreneurs biggest asset. Getting ahead of this after recongizing the issue is your best bet on improving customer experiences. There are several strategies that companies can use to manage actual and perceived waiting time and improve the customer experience. These strategies include providing clear information about waiting times, offering distractions or amenities to make the waiting time more enjoyable, and using technology, such as virtual waiting lists or booking scheduling, to manage and reduce actual waiting times. Think virtual queue and booking system for your business.

Worry not, Bepro is here to manage your customer flow.

With Bepro, make your clients feel valued by giving them the freedom to go about their days, run errands, fit in an extra 5 minutes of sleep or grab a coffee. With a Virtual queue and booking system customers in the queue can access a live dashboard with an estimated wait time to spend their waiting time out and about before their scheduled appointment. This makes customers feel valued and unconfined by an appointment. So let your clients know they're free to go about their days while their place is being held virtually as well as being updated with a virtual queue dashboard and watch customers run your direction.

Get Your Solution Today In Less Than 5 Minutes Today

If you're interested in keeping your customers in queue, reducing operational drag and scaling your business. Then get your Virtual Waitlist & Booking solution in less than 5 mins today.